FAQs

In the UK, the measurement for the concentration of glucose in blood is millimoles per litre (mmol/L), whereas in the US and some European countries, it is milligrams per decilitre (mg/dL).

The CONTOUR^® blood glucose meters supplied by Ascensia Diabetes Care UK are pre-set to the unit of measurement as mmol/L. If you purchase a meter from an unauthorised seller on the internet, for example on eBay or Amazon, even though the online image may look correct, you could receive a meter which has come from another country and therefore could have the incorrect unit of measurement for the UK.

For patient safety and to ensure blood glucose readings do not appear in different units of measure, other than the country for which they were intended, manufacturers are required to lock meters to display a single unit of measurement. Therefore it is not possible to change the units from mg/dL to mmol/L.

To ensure that you are purchasing a meter with the correct unit of measurement (mmol/L) for the UK, please purchase them from Ascensia’s authorised online distributors, Chemist 4U, Diabeticsupply or Diabetes UK.

Please call Ascensia Diabetes Support on 0345 600 6030 (UK).Please have the name and serial number of your meter to hand when you call. This can be found on the box, or on the back of the meter if you don’t have this anymore.

Alternatively email us at diabetessupport@ascensia.com or use the webchat on this website.

The MICROLET^®NEXT lancing device uses the MICROLET^® lancets (PIP Code 280-0043 (pack 100), 280-0050 (pack 200))

Please call Ascensia Diabetes Support on 0345 600 6030 (UK).

This could be because the batteries need replacing. Please refer to your meter user guide for instructions on how to change the batteries. If you have lost or misplaced your user guide, you can download them from our website. These can be found under the "Product" section, then select your meter from the meter list. If your meter is not listed then please contact Ascensia Diabetes Care Support

The batteries have the code CR2032, and are available to purchase at most supermarkets.

If you need to contact us, please call Ascensia Diabetes Support on 0345 600 6030, email us at diabetessupport@ascensia.com or use the webchat on this website.

Unfortunately at the present time we are unable to supply batteries directly to people using CONTOUR^® blood glucose meters.

The meters use batteries code CR2032, and are available to purchase at most supermarkets.

Check the batteries are inserted with the positive side face up i.e. the writing is upper most. Alternatively please call Ascensia Diabetes Support on 0345 600 6030 (UK).

There may be debris in the test strip port. Insert and remove a test strip several times very quickly which may dislodge any inadvertent contamination in the test strip port. If the meter is still not activated by the test strip, please call Ascensia Diabetes Support on 0345 600 6030 (UK).

Check that the test strips you are using are CONTOUR^®NEXT test strips. These will have the Ascensia logo on the body of the test strip. If the test strips you are using are plain white, they are CONTOUR^® test strips and they will not work in the CONTOUR^®XT meter.

Check that the test strips you are using are CONTOUR^®NEXT test strips. These will have the Ascensia logo on the body of the test strip. If the test strips you are using are plain white, they are CONTOUR^® test strips and they will not work in the CONTOUR^®NEXT USB / CONTOUR^®NEXT LINK meter.